Update for Zoom Phone

New or enhanced feature

AI Companion

AI Companion call questions for mobile devices

• Users can access AI Companion (AIC) call questions through a pop-up window on mobile devices when Call Summary with AI Companion is enabled. The call question pop-up appears on iOS, iPadOS, and Android clients, matching the existing desktop experience. Users see both the call summary and call questions functionality together in a consistent interface across all platforms. This enhancement ensures mobile users have the same comprehensive AI-powered call features available on desktop clients.
  Note: This feature will not be immediately available, as it is dependent on the client release currently scheduled for February 2, 2026.

Analytics features

Voicemail tracking improvements for regulatory compliance

• Admins can identify when users have left voicemail messages through a Connected to voicemail result that appears in the sender's call log entry. The feature updates both web portal displays and Call History API responses to show this specific result instead of the standard Unconnected status. This functionality enables organizations to map voicemail recordings with users for compliance purposes while maintaining existing role and permission structures. The enhanced tracking capability supports regulatory requirements by providing a clear audit trail of voicemail interactions.

Device features

Support for Yealink AX83H and AX86R WiFi phones

• Account owners and admins can provision Yealink AX83H and AX86R WiFi phone models through the Zoom Phone web portal. These supported devices appear in the dropdown list when adding Yealink devices and can be provisioned with assisted provisioning URL links. Zero Touch Provisioning is available for streamlined deployment, and WiFi setup can be completed. Adding these Yealink WiFi phone models to the supported device ecosystem expands hardware options for organizations implementing Zoom Phone.

Integration features

Team SMS sync and logging for Contact Queue numbers in HubSpot

• Account owners and admins can sync SMS conversations from Zoom Phone Contact Queue (CQ) numbers into HubSpot to provide complete communication visibility for sales teams. The feature automatically logs all team SMS interactions against corresponding HubSpot contact records, clearly identifying which queue member handled each conversation. SMS messages maintain proper threading and chronological order within HubSpot contact histories, reducing the risk of data loss or duplication occurring during the sync process. Admins can control this functionality through a new toggle setting that defaults to disabled for security. This capability extends beyond existing 1:1 SMS syncing to support shared team numbers, giving organizations comprehensive SMS tracking for their sales processes.

Revenue Accelerator features

Selective call recording for Zoom Revenue Accelerator

• Account owners and admins can configure recording settings to capture only their organization's side of Zoom Phone calls, providing flexibility in compliance scenarios. The feature integrates with existing recording management tools, allowing admins to distinguish between full recordings and single-side recordings both in the web portal and through API responses. Access is restricted to accounts with Zoom Revenue Accelerator (ZRA), Zoom Phone + ZRA bundle, or Auto Dialer plan licenses, with the capability disabled by default for security.

SMS features

SMS delegation for shared line appearances

• Admins can configure SMS delegation permissions for users with Power Pack licenses, enabling assistants and colleagues to send and receive SMS messages on behalf of others. Account owners and admins can enable SMS delegation for Shared Line Appearance (SLA) relationships through the Send/Receive SMS checkbox in the delegation privileges section. Delegators can control SMS delegation settings through the web portal and client, with real-time changes taking effect immediately. When sending SMS on behalf of someone else, delegates receive a visual warning confirming the action, and all delegated SMS threads appear in both the delegator's and delegate's inboxes with full search functionality. The system maintains comprehensive audit trails in the SMS logs section of Phone System Management, allowing admins to track which messages were sent by delegates.

Bug fixes

• Resolved an issue where admins were unable to create a chat channel for a call queue and encountered a "System Error, please try again later (2)" message. The problem occurred when a user with an admin role but no Zoom Phone plan attempted to enable and create a chat channel, resulting in the unsuccessful process and the Description field being lost during the transition.
• Resolved an issue where uploading a common area imported CSV could fail after downgrading a license from Zoom Phone Pro to Zoom Phone Common Area due to all assigned devices being unassigned during the license change. The behavior has been improved so that if a common area has one assigned device, it remains assigned after the downgrade, and if multiple devices are assigned, one device is retained while the others are unassigned.
• Resolved an issue where registering an SMS campaign with TCR failed with a 400 Bad Request due to non-alphanumeric characters being allowed during campaign creation. This issue has been fixed, and the system prevents creating SMS campaigns with unsupported characters and ensures TCR campaign content remains in English, even when the web portal language is set to Chinese, aligning with TCR requirements.
• Resolved an issue in SA01 where selecting the All category for Route Groups did not display Survivability route groups. This issue has been fixed, and the All view correctly shows all route groups, including those associated with survivability trunks, under Phone System Management > Company Info > Account Settings > Route Groups .
• Resolved an issue where the Apps sidebar in the Zoom Workplace (Zoom Phone client) disappeared when resizing the main application window. This issue has been fixed, and the sidebar remains visible and behaves as expected during window resizing.